IT Support Services I – Quick Fix

This is a fully remote position, open to applicants in United States.

📋 Description

• Address support tickets from contract clients and assist in scheduling tickets across various team levels.

• Collaborate with engineers, technicians, and non-technical personnel.

• Deliver troubleshooting, desktop support, networking, public cloud assistance, and customer service within a 30-minute response time.

• Support client configurations that involve Microsoft platforms, particularly Office 365, Microsoft 365, and Azure.

• Foster customer engagement and build relationships with users being supported.

• Evaluate the urgency and priority of incoming customer tickets.

• Analyze and allocate tickets to the appropriate engineers, while assisting with escalations.

• Document tickets for escalation and other documentation needs.

• Make outbound calls and send emails to schedule service appointments.

• Enhance and refine Help Desk and Dispatch processes.

• Ensure adherence to company policies and procedures.

• Respond to phone calls and prioritize issues effectively.

• Carry out additional responsibilities as assigned.

⛳️ Requirements

• Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent work experience).

• At least 1 year of experience in IT support, technical support, or a similar role.

• Proficient with operating systems such as Windows, macOS, and Linux, as well as standard software applications.

• Solid understanding of networking concepts, including TCP/IP, DNS, and VPN.

• Familiarity with helpdesk and ticketing systems like ConnectWise, ServiceNow, Zendesk, and JIRA.

• Exceptional troubleshooting abilities.

• Strong written and verbal communication skills, with a focus on customer service.

• Ability to work autonomously and as part of a team, effectively manage time, and prioritize tasks.

• Preferred: experience with ConnectWise.

• Preferred: certifications such as CompTIA A+, Network+, MCSA, or MS-900.

• Preferred: experience with cloud platforms like AWS, Azure, or Google Workspace.

• Preferred: knowledge of ITIL practices and IT service management.

🏝️ Benefits

• Competitive benefits package, including medical, dental, vision, and life insurance.

• 401k match.

• Unlimited vacation time after completing one full year of employment.

• 10 vacation days during the first year for full-time team members.

• Paid sick time.

• 10 Holidays including your Birthday and a Floating Holiday.

• Healthy Lifestyle reimbursement.

• Amazon Prime reimbursement.

• 40 Hours for Volunteer Time.

• Paid parental leave.

• Reimbursement for ongoing education and certifications.

• Learning and development programs.

• Best-in-class training.

• Mentorship.

• Clear self-promotion paths.